Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Timeline
OperationsManager

AKRAM MOHAMMED

Hyderabad

Summary

Experienced IT Deputy Manager with a strong background at Apple Inc., specializing in enhancing technical support and customer satisfaction. Demonstrated expertise in Quality Metrics and Team Leadership, resulting in notable improvements in service delivery and operational efficiency through strategic training initiatives. Skilled in Active Directory and team development, consistently driving organizational success.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Deputy Manager - IT

Infinx Services Pvt. Ltd.
Hyderabad
07.2022 - Current
  • Managed the Technical Phone Support team in a BPO servicing US clients, providing combined technical and customer support via phone and other support channels (chat/email).
  • Created training programs focused on new hires and staff development.
  • Monitor customer interactions, address escalated issues, and ensure timely resolutions.
  • Collaborated with various departments to ensure smooth service delivery.
  • Set KPIs, conduct performance reviews, and provide constructive feedback.
  • Conducted daily assessment of end-of-day production reports.
  • Formulated plans for addressing sudden disruptions and scheduled downtimes.
  • Engaging in a regular weekly cadence with clients to gather feedback on the team's performance, followed by a monthly team performance review.
  • Reported directly to VP-IT.

Developers Program Support AHA- ADPS

Apple Inc.
Dublin
02.2019 - 08.2020
  • Support with onboarding new developers for iOS, iPadOS, Safari, and macOS through phone and email.
  • Resolved technical issues affecting development processes and the implementation of business objectives.
  • Assessed repeated problems to uncover underlying reasons and recommended enhancements.
  • Guided developers to relevant technical guides.
  • Recognized and flagged critical issues for managerial review.
  • Reviewed Developer Services web content to ensure up-to-date information and in-house KBs.
  • Designed detailed plans tailored to ensure attainment of business targets.

MAC & IOS Technical Support - AHA Advisor

Apple Inc.
Dublin
07.2017 - 01.2019
  • Guided users on product functionality for iOS and MacOS devices.
  • Ensures clear communication for prompt issue resolution.
  • Identified complex issues requiring escalation.
  • Educate users on security settings, privacy options, and best practices for protecting their data.
  • Create and maintain technical documentation and guides to assist users, and improve support efficiency.

Mentor - Technical Support

HCL Technologies
Dublin
11.2016 - 07.2017

Sr Technical Support Advisor

HCL Technologies
Dublin
11.2011 - 09.2016

Education

PG Diploma in ICT Management -

CCT College
Dublin, Ireland
01.2008

European Certification Of Informatics Professionals -

CCT College
Dublin, Ireland
01.2007

PG Diploma in Computer Application -

CMC
Telangana, India
01.2004

Bachelors of Commerce - Computers

Osmania University
Telangana, India
01.2003

Skills

  • Contact Center
  • On-Boarding
  • Quality Metrics
  • Office 365
  • Team Leadership & Coaching
  • Service Desk SDME Ticket Tool
  • OS Windows/Mac
  • Active Directory
  • Technical Problem-Solving
  • Webex
  • VMware
  • CCD Cisco Agent Dashboard
  • IEBS Billing Application
  • Recruiting skills
  • Customer service and satisfaction

Accomplishments

  • Spotlight of the Month, Infinx, (Aug, Oct, Nov -2022 - 23)
  • ACEA - Apple Care Excellence Award, Apple, (Jan -2019)
  • Best Mentor, HCL, (Jan -2017)

Certification

  • MCP
  • MCSA
  • MCSE

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Deputy Manager - IT

Infinx Services Pvt. Ltd.
07.2022 - Current

Developers Program Support AHA- ADPS

Apple Inc.
02.2019 - 08.2020

MAC & IOS Technical Support - AHA Advisor

Apple Inc.
07.2017 - 01.2019

Mentor - Technical Support

HCL Technologies
11.2016 - 07.2017

Sr Technical Support Advisor

HCL Technologies
11.2011 - 09.2016

PG Diploma in ICT Management -

CCT College

European Certification Of Informatics Professionals -

CCT College

PG Diploma in Computer Application -

CMC

Bachelors of Commerce - Computers

Osmania University

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AKRAM MOHAMMED